Businesses are constantly seeking innovative and modern solutions to streamline their business operations and enhance their customer engagement. And that's where Operator Connect comes in, streamlining inbound and outbound calls; on September 30, 2021, Microsoft Operator Connect was released to the general public.

Operator Connect is a method to integrate phone services with Microsoft Teams. This feature allows Teams users to make calls across PSTN networks and non-Microsoft providers with ease. Instead of Microsoft Calling Plans or on-premise hardware, Operator Connect uses Gamma's voice telephony call plans to enhance the basic MS Teams service.

Thus, This latest advancement in this domain is Operator Connect, a groundbreaking feature within Microsoft Teams that redefines how organisations connect to the Public Switched Telephone Network (PSTN).

This article will take you on a journey through Operator Connect. It offers insights into how it simplifies PSTN connectivity, transforms external calling capabilities, and, most importantly, how it makes a seamless bridge between traditional telephony and a modern collaboration platform.

How Operator Connect enhances customer engagement

Effective communication is the foundation of a business's success. Microsoft Teams has firmly established itself as a top-rated collaboration and communication platform for businesses across the globe. Boasting an impressive 300 million monthly active users, Teams has become the preferred solution for organisations looking to streamline their business communication and collaboration workflows.

The key factor contributing to Teams' exponential growth is its adaptability to integrate PSTN calling, effectively transforming it into a complete Unified Communications as a Service (UCaaS) platform. Microsoft Teams Phone System provides advanced call control features and the flexibility to choose from various carriers, making it an ideal choice for businesses seeking a seamless and efficient communication system.

Benefits of choosing operator connect for better customer engagement

  • Seamlessly integrate PSTN calling: Enabling PSTN calling for Teams on Microsoft is made easier with Operator Connect, as it eliminates the need for complex setups and changing your PSTN provider.
  • Enhance your tech stack: Improve your tech stack teams began as a tool for internal collaboration and has now developed into a flexible platform for omnichannel communication with both internal and external usage.
    Therefore, you may increase productivity and efficiency by integrating Operator Connect with other business tools you often use and streamlining your communication procedures to include PSTN calls.
  • Flexibility with Bring Your Own Carrier (BYOC): With Operator Connect, you may select from a variety of PSTN providers that have received Microsoft certification.
    Microsoft thoroughly evaluates the approved carriers of Operator Connect, as opposed to Direct Routing, which allows any carrier providing the service to be utilised. This ensures dependability and simplifies setup and maintenance.
  • Get ready for new AI products: Microsoft is a leader in AI innovation, offering tools like AI Copilot that improve productivity and teamwork. Adopting Teams and the larger Microsoft tech stack puts your business in a position to take advantage of cutting-edge AI solutions that can increase productivity throughout the whole enterprise.
  • Scalability: Your company's telecom requirements will expand along with it. With Operator Connect, managing users is a breeze. You can quickly request more numbers, provision or de-provision users, and do away with tiresome administrative procedures. The cost-effectiveness of this scalability makes Operator Connect the perfect option for expanding organisations.
  • Future-proof your phone system: Integrating Operator Connect is a big step towards future-proofing your phone system, especially because Microsoft Teams is already making a name for itself as the go-to platform for communication and collaboration. Microsoft's significant AI investments and its collaboration with OpenAI will open up new possibilities for increased productivity and teamwork.

Operator Connect vs. competing solutions: Making the right choice for your business

When it comes to improving your communication capabilities, choosing the right business communication solution can have a big impact on your business's efficiency and effectiveness. But, it is important to compare each solution:

Microsoft Teams Operator Connect: A streamlined approach

Microsoft Teams has become a leader in communication and collaboration. Also,

The introduction of PSTN calling has strengthened its position, and one of the standout options is Microsoft Teams Operator Connect. Here's why:

If you want to make it easier for your business to integrate PSTN calling into your communication stack, Operator Connect can help. Its streamlined setup removes complex configurations that might be difficult to manage.

You can also use Operator Connect to manage your users, provision or de-provisioning them, and scale your phone system. Its user-friendly interface means that new hires can get started quickly.

Operator Connect's certified carriers are evaluated rigorously by Microsoft, so you can be sure that they meet high standards of reliability and quality. This exclusive group of providers offers a more exclusive and highly qualified set of options for you to choose from.

Furthermore, Operator Connect balances cost-effectiveness and usability, making it an ideal choice for businesses looking to grow without incurring unnecessary expenses. By adopting Operator Connect, your organisation aligns itself with the future of communication. Microsoft's commitment to integrating AI tools with its technology stack ensures your business stays ahead of the curve.

Direct routing: A custom integration with complexity

Direct Routing is an alternative way to make phone calls using Microsoft Teams. It's different from Operator Connect because it lets businesses use their phone service provider without needing Microsoft's approval. However, there are a few important things to keep in mind.

It is better for companies that need to customise their phone service. This is a good thing, but it also means that it requires more technical expertise to set up. In addition, With Direct Routing, any phone service provider can be used without going through the certification process from Microsoft.

Choosing the right solution for your business

When deciding between Operator Connect and Direct Routing, you should consider what your business needs. Operator Connect is a good choice for businesses that want a simple, easy-to-use solution that works with Microsoft 365. It's also a good choice if you want to be ready for the future.

Both Operator Connect and Direct Routing give you flexibility, but Operator Connect is easier to set up and manage, and it works with certified carriers. This makes it a great choice for businesses that want to improve communication without needing custom integrations.

Choosing the right solution for your business can help you communicate and collaborate better, leading to success in today's competitive environment.


With Operator Connect, enterprises can easily integrate PSTN calling into their Teams environment without changing their current PSTN provider.

Thus, the complexities of infrastructure and equipment setup vanish. Businesses can seamlessly connect Teams to the PSTN through certified operators or service providers. This innovative approach empowers organisations to streamline their communication processes and enhance productivity.

In conclusion, Operator Connect is the future of communication. Embrace it to simplify connectivity, boost efficiency, and propel your organisation into the world of seamless collaboration.

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